ESCALATIONS OF SLA IN DYNAMICS 365

To send Automated Email Triggers to the users who are higher in the hierarchy, when the cases are not acknowledged or resolved within the SLA time frame.

In this blog, we will create a SLA KPI Instance Quick Create Form and add it to the case form and create escalation.

Navigation Steps:

Step 1: Navigate to Advance Settings → Solutions → SLA KPI Instance Entity.

Step 2: Click on Forms → Create Quick View Form for escalation.

Step 3: Insert a Timer Control with the following details.

Step 4: Create a new 1: N Relationship between SLA KPI Instance and Case.

Step 5: Insert the Quick View Form “Resolve Escalation 1” in Case Main form (The one which one we created in Step 2).

Now we will create an SLA item for Resolve Escalation Level 1.

Navigation Steps: 

Step 1: Navigate to Advance Settings → Service Management → Service Level Agreements → Open an existing SLA → Create SLA item.

Step 2: For the SLA KPI field, select the Quick View Form which we have created from the drop down.

Step 3: Create the Success Criteria and provide time for failure after.

Step 4: In the failure actions add step, send email.

Step 5: Save → Activate → Set as default.

Resource: https://www.adyatantech.com/blog/escalations-of-sla-in-dynamics-365

HANDLE VISIBILITY OF RIBBON BUTTON BASED ON SELECTION OF 1 OR MORE RECORDS

Introduction:

In this blog, we will learn how to handle the visibility of selected records from the SubGrid or from Homepage Grid.

Use Case:

We have requirement where there is a custom button on SubGrid and on Home Page Grid and that should visible only on selection of 1 or more records.

Steps:

We just need to add Enable Rule to the Ribbon Button Command.

Add new Enable Rule as SelectionCountRule and pass minimum value as 1 and Publish.

Resource: https://www.adyatantech.com/blogs/handle-visibility-of-ribbonbutton-based-on-selection-of-1-or-more-records

How to Format Phone Number in Dynamics 365 using JavaScript?

Scenario 1: User provides data into a phone number field and provides some special characters according to their format, which becomes a cumbersome task to clean them.

Scenario 2: User provides data into a phone number field and provides more than 10 characters.

Scenario 3: User provides data into a phone number field and the format provided is different by each user, which becomes a cumbersome task to clean them.

Solution: Using JavaScript we can achieve this 

              1. Clear all the special characters

                  var phoneNumber =

                  formContext.getAttribute(“telephone”).getValue();

                  phoneFormated = phoneNumber.replace(/[^0-9]/g, “”);

              2. Throws error for more than 10 digits 

                   if (phoneFormated.length !== 10)

                       {

                                    alert(“Phone number must contain 10 numbers.”);

                                    formContext.getControl(“telephone2”).setFocus();

                                    return false;

                        }

                 3. Format automatically based on a pre-defined template. E.g., (123) 456-7890

                      formContext.getAttribute(“telephone”).setValue(“(” + phoneFormated.substr(0, 3)

                      +”) ” + phoneFormated.substr(3, 3) + “-” + phoneFormated.substr(6, 4));

Resource: https://www.adyatantech.com/blog/how-to-format-phone-number-in-dynamics-365-using-javascript

How to Create a Field and Add it a Form in Microsoft Dynamics 365?

Create a New Field

     1. Click Gear Icon
     2. Select Advanced Settings

     3. Click Down Arrow
     4. Select Solutions

Create a New Field

     5. Select Your Solution

Expand Entities, Expand Client
      1. Select Fields
      2. Click New

• Create a New Field
• Add the Field on a Form
  

    3. Provide Display Name
    4. Select if the Field is Mandatory or Optional
    5. Select the Data Type
    6. Click Save and Close

      1. Select Forms Under Client    
      2. Open the Required Form

Add the Field on a Form

Select the Field to be added from the List of Fields 

    4. Drag the Field and Place it over the Required Position
    5. Click Save
    6. Click Publish

Resource: https://www.adyatantech.com/blog/how-to-create-a-field-and-add-it-a-form-in-microsoft-dynamics-365